In the field of electrical maintenance, the internal fraud has become the 'survival path' of many repairers. The air-conditioning repair of this exposure is only the tip of the iceberg in the repair of many appliances.
The maintenance party and the consumer information are extremely asymmetrical, and the consumers with very limited maintenance knowledge and experience can only let the maintenance party master the right to speak. In addition, the current maintenance standards in the home appliance field are different, and the price of each manufacturer's accessories is not transparent, which makes consumers It is more difficult to find a price comparison.
Spend 50 yuan or 800 yuan to solve the same problem. Which one would you choose? I believe that everyone will choose the former without thinking, but unfortunately, in the field of appliance repair, you are likely to choose the latter inadvertently.
Recently, the "2018 Air Conditioning Maintenance Consumers Physical Activity Report" released by the Shanghai Consumer Protection Committee showed that among the 11 repairers surveyed, only Shanghai Bailian Electrical Technology Service Co., Ltd., Suning Maintenance did not have fraudulent maintenance, and the remaining 9 The repairers all have fictitious faults, minor illnesses and other problems, and some even do not hesitate to break the air conditioner...
The cause of the incident was that the Shanghai Consumer Protection Committee found 2,121 complaints about air-conditioning maintenance in the past three years. Most consumers searched for air-conditioning repair merchants from the Internet, which caused controversy and even been deceived.
To this end, the Shanghai Consumer Protection Committee Appliances Professional Office and the Xuhui District Consumer Protection Committee selected 360 platforms, Baidu, Home Appliances Repair, First Line, 114, Public Comment, 58 City and other 11 platforms as the object of observation, according to consumer spending habits. The air-conditioning repair service provider with the top ranking of the platform search is the object of observation. There are quite a few merchants or platform promotion companies.
In the end, only the results of the two repairers 'passing the pass' were so stunned that they couldn't help but ask. In the face of the tricks of home appliance repair, can consumers really only be 'ridden'?
50 yuan problem to solve 800 yuan
In the hot summer, the air conditioner 'strike' is absolutely the most maddening. Cao Xu, who lives in the Shantou area of Chaoyang District, Beijing, has encountered such annoyance, but what he did not expect is that the experience of repairing air conditioners is even worse. .
Since the home air conditioner has been bought for more than two years, the warranty period, in the face of air conditioning 'not cool' problem, Cao Xu did not go to the official after-sales maintenance, he found a home away from the most commonly used public comment software. A closer air conditioner repairer, but when the workers came to the house to check the air conditioner, Cao Xu, who originally estimated that the air conditioner was only lacking in fluoride, was told that the air conditioner might have a big problem.
'It should be that the air conditioner motherboard is broken. 'Cao Xu remembers that the maintenance worker kept licking his mouth at the time. In order to further 'confirm', the maintenance worker opened the air conditioner cover and went to the outdoor unit. After some serious inspection, the last It is determined that there is a problem with the motherboard, 700 yuan for a motherboard, 200 yuan plus fluoride, the master also gave a discount, the discount is 800 yuan all inclusive.
Because the price is somewhat high, Cao Xu said that he would consider it again. Unexpectedly, the maintenance workman turned around and said that the motherboard is only a risk of damage. It can also be used. For the time being, it is not necessary to change it, but fluorine must be added.
This attitude made Cao Xu suspicious. After giving the 40 yuan on-site maintenance fee, he sent the maintenance worker away. 'You can't use the air conditioner to change the air conditioner if you don't change it.' Over.
Later, Cao Xu found a friend in charge of professional maintenance at the hotel to ask the air conditioner 'inquiry', and found that the original host filter was too dirty, and the capacitor aging, and finally only spent 50 yuan to solve the problem, the friend told He, the fluorine in the air conditioner is sufficient, there is no need to add fluoride at all.
50 yuan and 800 yuan, Cao Xu almost spent 16 times the price to solve the 'small' problem of air conditioning.
However, this seems to be a common situation encountered by consumers in the face of extremely professional electrical maintenance. From the 'assessment' of the Shanghai Consumer Protection Committee's Home Appliances Office, in the field of air conditioning maintenance, the internal fraud has become a lot of maintenance. The 'survival of business'.
The lack of fluoride into the air conditioning repair biggest trick
In this consumer inspection of air-conditioning maintenance, the Shanghai Consumer Protection Committee's home appliance office experts will check the air-conditioning performance before each air-conditioning maintenance to ensure that the machine is running normally and the refrigerant is sufficient, and then set a simple fault, that is, the universal remote control Set to garbled, air conditioning repair service providers only need to correct the code, so that the machine can work again.
But it is such a simple small problem, but it has been ignored by many repairers. Instead, they can find many other 'big problems'.
Connect the pipe that should be connected to one end of the air conditioner to its own Freon cylinder, and close the pipe that should be connected to one end of the air conditioner. Then open the valve with its own Freon cylinder and turn it on immediately, and connect the other side. The other end of the tube of the pressure gauge is intentionally loosened, so that the freon just released from the self-contained cylinder quickly runs away.
In the survey, there are five air-conditioning repair service providers who use this kind of technique. Electric maintenance technician Xu Wei explained to the rule of law weekend reporter that such a technique is called reverse pressure gauge in the industry, in order to let consumers see Under the operating method, the measured air conditioning freon pressure is lower than the standard value, to remind consumers that your air conditioner should be fluorided.
In air-conditioning maintenance, fluoride is the most common problem, but Xu Wei said frankly that there is not much fluorine deficiency in household air conditioners. Generally speaking, newly installed air conditioners may run away from some freons due to improper installation. It will not affect the cooling effect. If the refrigerant leaks due to problems such as air-conditioning pipeline leakage, the addition of fluorine can be used for at least 3 to 5 years. There is no such thing as the maintenance of the year.
Then why is fluoride added in the air-conditioning maintenance? 'The most direct reason is that the lack of fluoride is the most understandable problem for consumers. The air conditioner is not cool. Many consumers first think of the lack of fluorine. The repairer is It is to use this psychology to blame the problem on the lack of fluoride, consumers will not be questioned, and pay for the bill.
In addition, even if there is no shortage of fluorine, the air conditioner after adding fluorine will be cooler than before. 'Like a bicycle, put more tires on the tires or put some oil on the chain, then you will feel better riding than before. The air conditioning is the same. Change the tube, clear the filter can be repaired, but the cost is very low, more cans of fluorine can produce the same effect, the customer does not understand, from the business point of view, naturally want to let consumption The person spends more money. ' Xu Wei bluntly.
Home appliance repair is more greasy
In fact, the exposure of the air conditioning repair is only the tip of the iceberg in the repair of many appliances. Air conditioning, television, laundry, refrigerators, range hoods and other commonly used home appliances, there may be traps in the maintenance.
Similar to the fictional problems common in air conditioning repairs mentioned above, it is the most common means for all electrical appliance repairs to let consumers spend large price changes. Xu Wei uses refrigerators as examples. The most prone parts of refrigerators are starters, thermal protectors and Compressor. In general, the price of starter and thermal protector is about 20 yuan to 30 yuan, the most expensive compressor, 400 yuan to 600 yuan. Therefore, in the actual maintenance, the refrigerator 'compressor failure' is the most Common.
Compared with the simple exaggeration of problems, fictional faults, there are some more bad behaviors in actual electrical maintenance.
Some maintenance workers come up to separate the electrical appliances on the grounds of thorough inspection of electrical appliances. If they do not agree with the consumers on the repair costs, they will be required to collect the assembly costs. The consumers have spent money and have not solved the problem. Some people think that Not worth it, at this point the repairer puts forward some concessions on the repair price, consumers often compromise.
'Stealing the column' is also one of the common problems. The main method is to sneak up the expensive, good quality, non-damaged parts of the customer's electrical appliances during repairs, and replace them with cheap or removed parts from old appliances.
'This kind of behavior generally occurs in electric appliances such as TV sets, range hoods, etc., the parts are split very fine, and then reassembled, even if the consumer is standing around, it is likely to be In the drums. 'Xu Wei revealed that in addition to being able to sneak in for the customer's quality original genuine parts, these old parts will be replaced, and in the short term, there will be no problems for the time being, but after a while, the electric appliances may be aging due to the parts. When there is a problem, it creates another opportunity for repair.
Xu Wei pointed out that many electrical repairers also have the business of recycling old appliances. After the old appliances are recycled, the parts that can be used are usually re-welded, swept the soil, and sealed with new bags. When the new sells.
In the face of some consumers who refuse to repair or are more vigilant because of the high price, some repairers will also be 'irritated and angry' to deliberately damage the appliance through small means.
In the investigation of the Shanghai Consumer Protection Committee, the maintenance worker of the 'Neighboring House Maintenance Service' was damaged in the fictional computer motherboard. It is strongly recommended that the replacement of the motherboard failed, and finally agreed to restore the machine to its original state, but before leaving, the maintenance worker deliberately pulled out The internal connector cable and the external power cable are removed. The cable is still charged, and it is only a few centimeters away from the metal casing of the air conditioner. A slight accident may cause an electric shock.
Nowadays, many consumers will ask for invoices after repairs, and the receipts will be kept at the end, but there are many means. Xu Wei introduced that some lists only list the total cost, but there is no specific charge item details; However, the capacitor is damaged on the receipt, so that even if there is a problem, the consumer will look at the receipt, and can explain that the problem is different from the previous one. It not only promotes the responsibility, but also collects the maintenance fee.
Need to strengthen platform responsibility, set up price reference standards by industry associations
Faced with the numerous 'tricks' of the repairer, consumers who lack professional knowledge are indeed difficult to parry. Liu Junhai, vice president of the China Consumers Association and a professor at Renmin University of China, has seen too many examples of 'pit' for home appliance repair. In an interview with the rule of law weekend reporter, the maintenance party and the consumer information are extremely asymmetrical, and the consumers with very limited maintenance knowledge and experience can only let the maintenance party master the right to speak, and the current maintenance standards in the home appliance field are different. The price of accessories is also opaque, which makes it harder for consumers to find price comparisons. Even if they find that they have suffered losses, they also take into account the cost of rights protection.
In recent years, with the development of the network, the small maintenance advertisements on the wall, the mobile booths of cart repairing appliances have become less and less, and instead, consumers can easily call them from the Internet. Very standard repair service, some website platform real name certification, the top recommended merchants are the first choice for many consumers.
However, it is not difficult to find out from the investigation of the Shanghai Consumer Protection Committee that these repairers with 'high quality' halo have not really achieved high quality. In the investigation, the “near-by-home maintenance service” for deliberately destroying home appliances due to deception. It is the recommended repairer of 58 city tops.
In this survey, Baidu, 360, 58 recommended three repair merchants in the same city exposed the most problems, the rule of law weekend reporter noted that these three repair merchants have a promotion relationship with the network platform.
'The network platform will have a paid promotion service for registered merchants. It will be automatically topped by the system, and the merchants will be promoted with high-quality certification labels and search keywords, and the merchants will pay for the platform by calculating the effective click-through rate. The repair shop of Yan has also purchased the promotion package on a well-known platform. At that time, the customer browsed the page for more than 1 minute as a valid click. For a valid click, the platform will charge the merchant 1 yuan.
'This kind of promotion increases the cost of the business while increasing the business volume.' Liu Junhai believes that this also contributes to the extent that the merchants deceive consumers to earn higher profits.
In addition, some platform promotion merchants even have false information. For example, 58 neighboring city recommended the 'near home easy to repair service provider', was certified by 58 city as a local good business in Shanghai, but in fact this is a maintenance company registered in Chengdu, Not registered in Shanghai.
'As a search platform, it has the obligation and responsibility to conduct effective qualification review and supervision of the cooperative enterprise to ensure the promotion of the service quality of the enterprise, rather than simply charging.” Liu Junhai stressed that in addition to strengthening the platform responsibility, it should also improve the current payment promotion. Mode, a single bidding ranking will only create a vicious circle. It is necessary to establish an honesty and restraint mechanism for the Internet platform, vote through consumer word-of-mouth, and smoothly open complaints rights channels, establish a red-black list, and withdraw mechanisms to promote the sound development of the industry.
At present, the Internet platform will become the first choice for many home appliance repairs, and it is also related to the imperfections of manufacturers. Liu Junhai pointed out that from the actual investigation, the official after-sales of some big brands are directly linked to the brand influence, and the integrity is higher, although There are individual sales behaviors, but the overall is more standardized, while the manufacturers outsourcing after-sales service is shifting due to the responsible person, more chaos.
Therefore, Liu Junhai suggested that merchants should provide better after-sales service for consumers by increasing the scope of official after-sales service and introducing extended warranty policies for electric appliances. At the same time, merchants should publicize the information of cooperative repairers, for some merchants who are licensed by dealers. Cottage repairers, businesses also have the responsibility to assist the police to crack down after receiving reports from consumers.
In view of the current price confusion in the field of appliance repair, Liu Junhai suggested that the price reference standard should be considered by merchants and industry associations. In some common appliance repair parts charging, the price reference interval is formulated and publicized, and the 'clear price list' helps to curb the repairers. Asking price.